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Business Profile

Airlines

Qatar Airways

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Airlines.

Complaints

This profile includes complaints for Qatar Airways's headquarters and its corporate-owned locations. To view all corporate locations, see

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Qatar Airways has 5 locations, listed below.

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    Customer Complaints Summary

    • 410 total complaints in the last 3 years.
    • 125 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:07/24/2024

      Type:Product Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I purchased an airline ticket from Qatar Airways on June 19, 2024 for a trip to *******. The airline called me on July 7, 2024 to let me know that my flight, scheduled to leave on July 8 had been cancelled due to the hurricane. I asked if they could schedule me for another flight on July 9 and they said there was no seat available. I told them I was not interested in travelling with their airline anymore and they should refund my ticket.On July 22, I called the airline to inquire about the status of my refund. They asked me for the booking reference and ticket number, which I gave them. They then told me that they could not locate any records of my booking and as such would not issue any refund.

      Customer Answer

      Date: 08/20/2024

      Better Business Bureau:

      At this time, my complaint, ID ******** regarding Qatar Airways has been resolved.

      (By clicking "OK", your complaint will be closed as Resolved.)


      Sincerely,

      ******* *******

    • Initial Complaint

      Date:07/22/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      This airline runs legitimate fraud. My wife and I purchased seats months in advance of my flight, only to be told on the day of the seats didn't exist, and be given other seats. Then when filing a complaint for a refund they deny it saying they can't refund because they gave us seat with "similar characteristics" as what we bought and the policy excludes refunds for that. We purchased seats together in the window aisle and were given seats in the middle aisle on every flight (3 out of 4) and one of which were not even together. I would not call this "similar characteristics" by any stretch of the imagination. This is a vague term they use to allow them to pre sell seats that don't exist, give you whatever seats they want, then claim you are not entitled to a refund due to similar characteristics.

      Customer Answer

      Date: 08/20/2024

      Better Business Bureau:

      At this time, I have not been contacted by Qatar Airways regarding complaint ID ********.

      Sincerely,

      *****************************

    • Initial Complaint

      Date:07/17/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On April 2, 2024, I traveled on Qatar Airways flight #QR 739 from ****, Qatar, to ***********, **********. Upon retrieving my checked baggage, I discovered that one of my bags was significantly damaged, and its contents were also harmed.I immediately reported this issue to Qatar Airways, who informed me that they could only cover the damage to the bag itself for $85.00, which is below the purchase price of $123.99 for the luggage set that I bought in May 2023 (currently valued at $154.54). Additionally, I sought compensation for a damaged glass rooster figure valued at $50.00.Despite my extensive efforts to resolve this matter via email and phone, Qatar Airways denied full compensation and offered a final settlement of $100.00, which I reluctantly accepted. They sent me two forms to complete to process the compensation: an Authority Letter and a Baggage Release and Discharge form. After acceptance by Qatar Airways to pay $100 they have not honored their promises. None of my communications with them have resolved this issue Thank you for your attention to this matter. I hope for a prompt and fair resolution.

      Customer Answer

      Date: 08/11/2024

      Better Business Bureau:

      At this time, my complaint, ID ******** regarding Qatar Airways has been resolved.

      (By clicking "OK", your complaint will be closed as Resolved.)


      Sincerely,

      ***********************

    • Initial Complaint

      Date:07/12/2024

      Type:Product Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I am a frequent traveler, both domestically within the *** and internationally. This letter is a complaint regarding my first experience traveling with Qatar Airways. I originally booked a flight to ******* under ticket #*************** at a cost of $2,076.80. On the date of my trip, June 14, 2024, I attempted to check in and obtain a boarding pass on the Qatar website several hours before the scheduled flight time, but I was instructed instead to check in at the airport. The instructions did not specify a deadline to check in at the airport, and I could not find any other information on my ticket, or on the website as to any deadline to check in at the airport. I arrived at *********** and attempted to obtain my boarding pass in person approximately one hour prior to flight time, as is customary for domestic flights out of ***********. I was then informed that my ticket had been cancelled as I had arrived too late.So that I wouldn't lose my entire trip, I booked another ticket to ******* from Qatar Airways under ticket 1572115523979-80, at an additional cost of $673.84.While I am not seeking any damages for the loss of one day of my trip, or the expenses related to a one-night stay in *************, I believe I am entitled to a refund in the amount of $673.84 for the additional charge I incurred when my original ticket was unfairly cancelled by Qatar Airways. I attempted to resolve this matter by reaching out to Qatar but they have rejected my claim (copy is attached). In their response, they do not claim to have provided a written policy which requires check-in at the airport by a specified time.

      Customer Answer

      Date: 08/06/2024

      Better Business Bureau:

      At this time, I have not been contacted by Qatar Airways regarding complaint ID ********.

      Sincerely,

      *************************

    • Initial Complaint

      Date:07/08/2024

      Type:Sales and Advertising Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I flew Qatar airways from ******* Ga on Thursday May 23rd, 2024, to *****, *******. I arrived in ***** on Saturday May 25th, 2024. When I arrived, I waited for hours for my bags, only to be told that they did not arrive. I was told the bags got stuck in the conveyor belt in *******. I left the airport that day and had to come back the next day to pick up my bags. I was inconvenienced because I did not have my bags and access to the contents in my bag. In addition to that, I had to pay for my transportation to and from the airport to retrieve my bag the next day. I reported this issue to Qatar airways, I was provided a reference number: CAS-*******-******* I have not heard from Qatar Airways since then. I am requesting to be compensated for the inconveniences I encountered. I sent in a positive comment about their staff and the reception I had in the airplane. Now, they are giving me a bad experience which I would be happy to state in several social media platform. Please I need them to contact me and resolve this situation ASAP.

      Customer Answer

      Date: 08/01/2024

      Better Business Bureau:

      At this time, I have not been contacted by Qatar Airways regarding complaint ID ********.

      Sincerely,

      ******** ********

    • Initial Complaint

      Date:07/01/2024

      Type:Delivery Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I forgot my 7kg back pack on flight QR 1370 on seat 44D when got off in ************. It is a navy blue back pack with the word **** engraved on it. If it can be delivered to **************** then I will pick it up there.

    • Initial Complaint

      Date:06/28/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I travelled with Qatar on May 15th from *********** along with my wife and three year old. We were carrying a foldable compact stroller which were not allowed to take on board and forced to checkin . When we reached ***, the stroller never arrived. I filled out a claim form and was not provided a claim or reference number. The Qatar representative at *** who took the claim form gave us a phone number for baggage services ************. I called a couple of days later and no one answered. I called three days later, no answer.I waited a week and did not hear back. On May 23rd I contacted qatar baggage services on whatsapp. They said the bag has not yet been found. My son was without a stroller for more than a week and I had to purchase a new one which cost me $299.Despite numerous calls for baggage services and the toll free number **************, there was no update for almost two weeks! Finally on May 29th, exactly two weeks after our journey, I received a call from qatar airways saying that the stroller was found and will be delivered. I received it later that day. I filed a claim for compensation for late delivery of baggage (Request number CAS-*******-****** CRM:*************) on May 29th. I have provided receipts for the replacement stroller I purchased. I have been folowing up on this request with qatar airways for the past one month , but there is no closure yet. The ******* Services Duty Supervisor - *** has been emailing me and asking for information but it appears to be a stalling tactic hoping I will lose interest and give up. I wont. Qatar airways website states that delayed bags are returned within ***** hours *************************************************************** It also states - "If you incur any expense due to the late delivery of your baggage, we will compensate you (conditions apply)."I am also filing a complaint with the ********** of ************** and consulting my attorney.

    • Initial Complaint

      Date:06/26/2024

      Type:Product Issues
      Status:
      Unresolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Our flight from *** to ***, with a transfer to DOH, was delayed for over 24hours. I've reached out to Qatar for delay compensation of 600 EUR ($642.30) per person as stated on their website (**************************************************************************). I've already called them. They are refusing to compensate my daughter and I. Aubrianna *******************, Confirmation ****** ******************************, Confirmation ******

      Customer Answer

      Date: 07/22/2024

      At this time, I have been contacted directly by Qatar Airways regarding complaint ID ********, however my complaint has NOT been resolved because:

      [Your Answer Here]

       

       

       

       

      In order for the BBB to appropriately process your response, you MUST answer the question above.

      Sincerely,

      *************************

    • Initial Complaint

      Date:06/11/2024

      Type:Product Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      -On May 8th I traveled from IAD to DXB on Qatar Airways business class.- in ***** and received a damaged bag, so I immediately went to the baggage service office and submitted a damaged bag report, and was given a copy of it, and was informed that I will be contacted by QR in a day or two. - One week passed NOT hearing from no one, so I managed to find the claim online on their site, and although all the information is there (my contacts, flight info, damage description etc.. ), the claim shows pending? - sent an email complaining why after one week nothing happened. - Next day I received, what clearly is an insincere apology, from a person ***************************** , telling me that a SOME form PPQ must be submitted before proceeding with the claim. -I looked at the form and all information requested in this form has already been provided and its available in their system (screen shots attached).- I replied back and informed him that I dont have a printer, TO PRINT AND FILL A HAND WRITTEN FORM, SCAN AND SEND BACK, and that surprisingly all the information he is asking me to fill and send is already there in their system, (same info provided at the airport with report attached)-Only to receive another email from him continuing to insist that he will not process the claim if I dont provide this PPQ, despite me sending him the report I received at the airport and pics of my damaged bag, and even the luggage tag, and all my information. - I went online and sent him screen shots from my claim on qatarairways.com showing all my information is there, and how qatarairways doesnt allow uploading documents online to the claim resent him everything I sent before, which of course he continued to refuse to upload them onto my claim. THIS BECAME A CLEAR STUBERNESS FROM ONE STAFF NSISTING ON HARRASING A BUSINESS CLASS CUSTOMER AND ACCUSING ME OF NOT BEING COOPERATIVE I AM SHOCKED BY THIS KIND OF HORRIBE, CUSTOMER SERVICE FROM AN ORGANIZATION CLAIMING TO BE A 5 STAR AIRLINE

      Customer Answer

      Date: 07/06/2024

      Better Business Bureau:

      At this time, I have not been contacted by Qatar Airways regarding complaint ID ********.

      Sincerely,

      ***********************

    • Initial Complaint

      Date:06/06/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      To Whom It May ********* am writing to file a formal complaint against Qatar Airways regarding an unresolved baggage damage claim. My flight took place on April 27, 2024, with booking reference ******* flight QR970 from **** to ***********Upon arrival, I discovered that my brand new suitcase, which cost $459, was severely damaged. Qatar Airways initially offered a settlement of 500 baht ($13), which I declined. Instead, a damage report was filed.On May 22, 2024, Qatar Airways offered a settlement of $332 and requested my bank details, which I promptly provided. However, despite numerous follow-**** I have not received the compensation. The airline has cited a payment failure and the issue has remained unresolved for over two months. Repeated calls to their customer service often result in the call being hung up, preventing any progress.This experience has caused significant emotional distress, and the damaged suitcase is now unusable for travel. I seek the Better Business Bureaus assistance in resolving this matter and ensuring that Qatar Airways fulfills its compensation obligations promptly.Thank you for your attention to this urgent matter.Sincerely,************************ *************************************************************************************** Email: ************************** Phone: ***************

      Customer Answer

      Date: 06/30/2024

      At this time, I have been contacted directly by Qatar Airways regarding complaint ID ********, however my complaint has NOT been resolved because:

      [Your Answer Here]

       

       

       

       

      In order for the BBB to appropriately process your response, you MUST answer the question above.

      Sincerely,

      ************************

      Customer Answer

      Date: 07/02/2024

      Dear BBB,

      I am writing to clarify the ongoing issue with Qatar Airways regarding a damaged baggage claim.

      Incident Details:

      Incident Date: April 29, 2024

      Summary:

      1.My brand new suitcase was severely damaged during my flight. I reported the damage immediately and submitted all required documents.
      2.Qatar Airways agreed to a settlement of $332. Despite submitting my bank details multiple times (first on May 29, 2024, and again on June 6, 2024, with different banks), the payment has not been processed.
      3.The Phnom *********** repeatedly asked for redundant information and provided misleading updates, causing significant delays and frustration.
      4.I escalated the issue to Qatar Airways main support team via ******* and other channels.
      5.Recently, I was informed that the payment had been transferred, but upon checking with my bank, no deposit was found.

      This has been an ongoing issue for over two months, causing considerable stress and inconvenience. I seek your assistance in ensuring that Qatar Airways fulfills their obligation and provides the agreed settlement promptly.

      Sincerely,


      ************************

    Qatar Airways is NOT a BBB Accredited Business.

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